I can’t get my refund without paying for it!

dmcc924

I booked flights for me and my girlfriend to go America for summer through email flight. I booked my flights in February to depart in May. However covid cancelled all flights to America. I contacted email flights and they said it would be £75pp for a refund (£150 in total) off a £599.98 total.

I decided to go through my insurance (ASDA) and after a month or two they said my excess was £90 so not worth going through them, so denied it. I then went to Santander as I paid using my debit card (I didn’t have a credit card at the time) they said it’s been longer than 120 days since my flight was meant to depart. So I went back to email flights and said it would take 6 months. I decided I’d rather have my money and wait than not at all. I waited. It has been now 9 months since they said wait 6 months. I’ve emailed them asking can the revoke the £75pp cost as it’s been longer than they have said originally, but all they have said is my refund has been moved to a priority list, but others are before me so I’ll have to wait still! I don’t know what to do? Can you help!?

mattyprice4004

Help with what? If they have an allowance for an admin fee in their T&Cs then they’re allowed to charge one. 

Read what you agreed to when booking  

Ben1989

I feel for you. Because you didn't pay with your credit card you're at the mercy of the agent. They obviously got their refund from the airline so they're doing something dodgy. You could go the travel insurance way as you rejected but it might be worth to because you simply do not know when (if) you'll get your refund from the agent plus you can just close this chapter of stress lingering over you.

Also a harsh lesson to be learned in booking holidays or flights with dodgy agents just to save a little especially when spending over a couple hundred pounds. Always try to go direct with BA/AA/Delta/United when flying to the States. The extra price is worth the comfort as a direct customer, as I am sure you're aware of now.

Upsidedownandaround

Unfortunately there’s not much you can do. 

Your decision not to accept the £150 admin fees you presumably agreed to  when making the booking has resulted in you being time barred from doing a chargeback. 

The time to seek advice was last year.

Caz3121

dmcc924 said:

I contacted email flights and they said it would be £75pp for a refund (£150 in total) off a £599.98 total.

third party fees are usually a fixed amount and not a % of the flight cost so whilst it may seem high as a % of the total cost it is the way things work. Had you booked direct with the airline you may have paid a little more for the flights (I assume you chose a third party because it showed a cheaper fare) you would have been able to get 100% of your money back.
Third party fees vary...I have seen as low as £30 and as high as $250, it is their operating model to charge a fee for doing work on your behalf. Not your fault the airline cancelled, not their fault either, they still need to pay their staff to work with the airline and process refunds. Personally I choose to pay the 'extra' (often under £10) to book direct with the airline.
They won't refund you unless they have received the refund from the airline, might we worth confirming with the airline at what stage the refund is at. (some airlines have been worse than others in refunding)

MalMonroe

According to Citizens Advice (and many other peeps), all holiday refunds are taking a really long time to process because of course, thousands upon thousands of people are wanting them. 

It does sound as if your refund is on the way, after all, you're on the priority list - it's just one of those horrible waiting games, it seems.

Westin

You weren’t booked to fly with Norwegian by chance?

mar7t1n

Few companies wants to give a refund, despite what the websites say. What they don't see is that the businesses which process them promptly see more bookings come in as customers are more confident to re-book. Those where it's been a fight won't be getting my trade any time soon.

Upsidedownandaround

mar7t1n said:

Few companies wants to give a refund, despite what the websites say. What they don't see is that the businesses which process them promptly see more bookings come in as customers are more confident to re-book. Those where it's been a fight won't be getting my trade any time soon.

People don't book with companies like email flights because they are known for their customer service they book with them because Skyscanner has told them they are £9 cheaper than elsewhere.

Alan_Bowen

Slightly worried having checked the ATOL number they use 9364 on their website. According to the CAA website there is no such number nor does the name emailflights appear listed as a licence holder. I would question whether there is any priority list either. I assume these were flights for last year in which case it is time to visit them in Kenton Road Harrow as the money is not rushing back to you otherwise...Companies House says the accounts are two months overdue, may have changed hands last November and its assets are recorded as £1......

Westin

Perhaps the OP could confirm the exact name of the agency used.

Is it these people?
https://book.emailflights.com/contact.php
Email Flights being a trading name of News Travel Ltd?